[Hiring] Chronic Care Management LVN CA License @Nsight Health

Role Description

We are seeking a motivated and detail-oriented LVN/LPN to join our Chronic Care Management team. In this role, you will play a critical role in patient care by conducting high-volume outbound patient calls in a call center environment, including comprehensive assessment calls, developing and educating patients on care plans, performing Behavioral Health Integration (BHI) assessments, and assisting patients with medical device troubleshooting.

Key Responsibilities

• Operate in a high-volume clinical call center environment, managing a combination of inbound and outbound telephonic patient interactions throughout each shift.
• Conduct outbound phone calls to check in on patients and address health concerns, maintaining an expected call volume of 70 to 90 calls per day.
• Handle inbound phone calls with efficiency and professionalism, triaging and routing appropriately based on clinical urgency in a fast-paced and queue-based environment.
• Route non-clinical inbound calls to the appropriate departments across the company, ensuring minimal hold times and a positive caller experience.
• Conduct and document monthly Chronic Care Management (CCM) care plan calls, ensuring patients receive timely outreach and comprehensive care coordination in line with program requirements.
• Collaborate with providers to coordinate timely and effective patient care via telephonic communication.
• Accurately document all patient interactions in our clinical platform in real time, ensuring documentation is completed during each call.
• Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, call handle times, response times, and adherence to protocol standards.
• Adapt to fluctuating call volumes and shifting priorities throughout the day while maintaining a high standard of patient care.
• Adapt to ongoing clinical process changes and updated workflows as the department evolves to meet operational and patient care needs.
• Pivot to different workflows as needed, including CCM adherence calls, patient onboarding calls, and comprehensive chart reviews, particularly toward the end of each month to support departmental goals.
• Maintain compliance with company policies and applicable regulations.
• Perform other duties as assigned.

Qualifications

• Active LPN/LVN Compact License required.
• Active, unrestricted LVN license issued by the California BVNPT, AND active, unrestricted multistate (Compact) LPN/LVN license issued by your primary state of residence.
• Passionate about patient care, possessing the ability to relate with empathy and compassion. A passion for patient teaching is a must.
• Strong communication and organizational skills.
• Proficient with computers, EMRs, and telehealth tools.

Requirements

• At least 1 year of nursing experience preferred (RPM, telehealth, or chronic care experience is a plus).
• Previous call center, teleservice, or high-volume phone-based work experience preferred.
• Minimum fiber internet speed of 50 Mbps download / 10 Mbps upload.
• Hardwired internet connection required.
• Speed test submission required during the offer process.
• Private, HIPAA-compliant workspace.

Training Requirements

• All new hires must complete a comprehensive training program.
• Duration: Four weeks.
• Schedule: Monday through Friday, 9:00 AM – 6:00 PM Eastern Time.
• Attendance is mandatory to ensure readiness prior to independently supporting patients.

Compensation & Benefits

• Competitive base pay: $24-$26/hr.
• Shift Differentials:
  • Evening Differential: +$1.50/hour for hours worked after 7:00 PM.
  • Late-Night Differential: +$2.00/hour for hours worked after 10:00 PM.
  • Weekend Differential: +$1.50/hour for all hours worked Saturday and Sunday.
• Additional Compensation (If Applicable):
  • Sign-On Bonus: $1,500 paid after 120 days of continuous employment, contingent upon active employment and satisfactory performance at time of payout.
  • Monthly Bonus Potential: Up to $1,500.
  • 5% Bilingual Pay Allowance.
• Benefits Include:
  • 11 Paid Company Holidays annually.
  • Paid Time Off (PTO).
  • Medical, Dental, Vision, and supplemental insurance options.
  • 401(k) Plan with 3.5% Company Match.
  • Company-provided equipment.